How to help an Existing Customer with a Decline Application

Before sending an email to Digital Bank we must do our due diligence.

Possible Reason an Existing Current Client Application was be denied

Mantl Account, Mantl Application and Horizon XE Identifying Information does not match

All Three must match

Identifying information

Name

DOB

SSN

Address

Email Address

Phone #

Scenarios

Mantl Application Identifying information matches the Horizon XE Identifying information, But the Mantl Account is different – (HubSpot Ticket Example: 1705214481)

Place ticket in the Mantl Error Escalation

Management will send a request to Mantl to Sync their Mantl Account information to Horizon XE

Once synced – Management will email Fraud & DB an email requesting for them to review and override rejection

Mantl Application Identifying information doesn’t match Horizon XE Identifying information –

Advise the client that the application identifying information must match with the information on their current account in Horizon XE.

Eligible for handoff for the client to review their identifying information and funding information as accurate

Identifying Information Matches (HubSpot Ticket Example 1705954647, 1713971293)

Send Email to DB & Fraud

+Fraud, please review and advise Digital Bank if any risk with manually overriding and approving the applicant

Once Fraud Responds – DB will be able to manually create clients account

If client needs to update their current account demographics – that must be done first before attempting a 2nd attempt – Follow Demographic Procedure SOP

Once the demographics changes have been made, we must request for digital bank to Sync the Horizon XE to the Clients Mantl Account.

Place Ticket in Mantl Error Escalations for a Sync Request

Once synced – Management will email Fraud & DB an email requesting for them to review and override rejection